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Sys Info/Error Reporting

Overview

The program info and error reporting sub-system is a common component to all new ContactGenie series programs (not including ContactGenie Importer 1.3 or DataPorter 2.0)

 

The primary information sections that will be displayed are:

 

 

In all cases, the system and program related information will be shown at all times. Other sections however, will only be shown if applicable and only the information within a given section will be shown as appropriate. For example, information related to source or destination contact folders/files will only become visible if an input or output element has been previously selected. Similarly, error related information will only become visible if a system level error has been trapped.

 

The Program Information and Error Reporting screen can be accessed by selecting this menu option:

 

 

Not all programs will result in all sections becoming visible. An example of the program information screen is shown below:

 

 

 

Action Options

If there is a requirement to report a problem, the information gathered by this component must be submitted in order to obtain support (whether you are a registered or unregistered user). This can be done on one of two ways:

 

Email to Support

 

A support submission request can be submitted via email directly from within the program and will result in the this screen display which will enable additional information to be entered prior to sending the request.

 

 

 

Save Info To File

If, for any reason, an email message can not be sent from within the program using the previous process, the same information can be saved to a file and sent separately (this is the same file created automatically when submitting the request immediately via the program's email function).

 

You will be asked to select the location where you want to save the file for future reference.

ContactGenie Error Messages

All error messages generated internally by any ContactGenie program are prefixed by a 6 character identifier as shown in the following example:

 

 

The 6 character prefix can change depending on the program and function but will always follow the format of 3 alpha - 3 numeric characters. Any error that is displayed which does not have this 6 character prefix would generally mean that it is a system level problem and the error message is being displayed prior to being reported to the program.

 

Also, error messages that end in the 900 series will also generally mean that an error has occurred in a location that is unexpected and the internal error reporting system assumes control of program. At that point, the system information screen will be displayed immediately after the error message has been displayed. It is important that if the message is going to be reported to support, it be done immediately or the information be captured to a log file. Reporting any error messages without any supporting information will only delay the trouble-shooting process until the information is forwarded.

 

An example of a 900 series message is shown below (generated intentionally strictly for illustrative purposes):

 

 

It is important that all information regarding any problem is forwarded since the 900 series messages will also contain important information as shown above by the two red arrows which has been recorded concerning the nature of the failure. Where applicable, information is monitored down to the record and field level of the data being processed in the event a problem is encountered with unexpected issues in the input data set. These messages should always be reported to ContactGenie support.